Tapcheck

Reputation Manager

Tapcheck

full-time

Posted on:

Location Type: Hybrid

Location: Plano • Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $60,000 - $75,000 per year

Job Level

Junior

About the role

  • Monitor Tapcheck reviews across platforms including App Store, Google Play, Trustpilot, G2, BBB and social media channels
  • Respond to customer reviews and comments in a timely, empathetic, and brand-aligned voice
  • Identify and escalate urgent customer issues to Customer Support or relevant teams
  • Track recurring complaints or trends and flag them for operational improvement
  • Investigate recurring complaints or patterns in reviews to identify root causes
  • Partner with internal teams to drive solutions that prevent future customer issues
  • Ensure that customer feedback leads to systemic improvements, not just one-off responses
  • Track repeat issues and work with teams to ensure long-term resolution
  • Monitor social channels and review platforms for customer sentiment and emerging issues
  • Identify opportunities to improve Tapcheck’s reputation through proactive engagement
  • Maintain internal dashboards tracking review ratings, sentiment trends, and response times
  • Run campaigns that encourage satisfied users to leave reviews and share their experiences
  • Partner with Marketing and Customer Success to highlight positive customer stories
  • Help improve Tapcheck’s App Store and review platform ratings
  • Aggregate customer feedback and provide recurring summaries to Product, Support, and Customer Success teams
  • Identify patterns in feedback that could indicate product issues, support gaps, or operational opportunities
  • Participate in cross-department meetings to represent the voice of the customer
  • Track and report on key metrics such as review volume, average rating, sentiment trends, response SLAs
  • Provide monthly reputation insights and improvement recommendations

Requirements

  • 1–3 years' experience in customer support, community management, marketing, or social media
  • Strong written communication skills with an ability to respond clearly and empathetically
  • Highly organized with strong attention to detail
  • Comfortable managing multiple platforms and responding to high volumes of feedback
  • Strong problem-solving mindset with curiosity to investigate underlying issues
  • Ability to connect individual customer feedback to broader product or operational improvements
  • Passion for improving systems and experiences, not just resolving individual cases
  • Experience responding to reviews or managing social media communities (preferred)
  • Familiarity with Zendesk, Intercom, Sprout Social, or reputation management tools (preferred)
  • Experience working in fintech, HR tech, or B2B SaaS environments (preferred)
Benefits
  • Competitive base
  • Flexible Time Off
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • 401K Match
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcommunity managementmarketingsocial media managementproblem-solvingdata analysisfeedback aggregationmetrics trackingcampaign management
Soft Skills
written communicationempathyorganizationattention to detailcuriositysystem improvement mindsetcross-department collaboration